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Team Lead, Customer Experience
Customer Experience
Remote
Full Time

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Title/Position: Team Lead, Patient Support

Department or Business Unit: Practice Operations, Customer Experience

Reporting Structure: Workforce/People Manager, Customer Experience

Employment Type: FTE

Exemption Status: Non-Exempt

Min. Experience: Mid-level

Travel Required: None


Overview of the Role:

The Team Lead, Patient Support is responsible for supporting the Customer Experience team in meeting

its quality and service level metrics and to ensure the quality and level of service to our Care Centers

exceeds expectations.


Primary Job Duties:

● Actively manage phone agents productivity and adherence by using real time dashboard

monitoring and provide coaching and support to agents.

● Actively manage email agents productivity and adherence by using real time reporting and

monitoring of email queue, as well as coaching and supporting the agents.

● Responsible for entering data for email and phone metrics into the Operations Dashboard and

reporting service level gaps to Workforce/People Manager.

● Assist with escalated phone calls/emails/cases and respond to the Specialists needs in a

professional, timely manner.

● Meet with Leadership Team monthly to discuss issues, team performance and metrics.

● Identify process improvements, current trends (issue and volumes), and training opportunities. .

● Report to Manager any system outages, personnel issues or areas of concern in a timely manner.

● Conduct 1:1s and Key Objectives with Management Team (Seniors), and assist with individual

development.

● Conduct standup meetings daily to ensure Management Team understands primary focus for that

day and provides any company updates.


Minimum Qualifications:

● High School Diploma required, advance certification a plus

● Previous management/leadership experience (1-2 years)

● Familiar with Healthcare billing and claim resolution is preferred

● Familiar with software such as Word, Excel, Web Browsers and Browser based web applications.

Salesforce knowledge a plus

● Excellent written and verbal communication

● Availability to work an 8 hour shift between the hours of 8am - 6pm

● Accessibility to secure, quiet work space with high-speed internet to work remotely

● Must comply with HIPAA rules and regulations

Interpersonal Skills & Attributes:

● Ability to multitask, and identify areas of priority.


● Ability to provide feedback in a positive, constructive manner.

● Problem solver.

● Process oriented, but able to think outside of the box to solve issues.

● Trustworthy, and confidential.

● Team player, focused on creating strong team morale.

● Strong leadership skills.


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. While performing the duties of this job, the

employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or

controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and

taste or smell. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities

required by the job include close vision, distance vision, color vision, peripheral vision, depth perception

and the ability to adjust focus.



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